Customer Service Engineer

Our client, based in Sandton, is looking for a suitable candidate to fill the role of 

The purpose of the role is to drive the focus on improving the customer experience on every interaction through strong outsource partner management.

Qualifications Required:

• Must have technical / professional qualifications
• Matric (Essential)

Preferred Qualifications:

• Supervisory or Management experience (Preferred)
• Call Centre Outsource experience (Preferred)  

Experience required:

• Business Analyst Experience and Knowledge
• Telecommunication Industry (Essential)
• 3 year relevant Diploma/Degree (Essential) or 3 year relevant Diploma/Degree 
• Minimum of 3 years relevant experience 
• Contact Centre Operations experience (Essential)

Customer Satisfaction:

• Work with outsource partner and support teams to identify and resolve all customer facing issues caused by people, process or technology that causes detraction of positive customer experience
• Drive outsources partner performance and all metrics in accordance to contractual obligation

Partner Management:

• Engage the outsource partner frequently to ensure quality of deliver meets the appropriate standard
• Communicates information in a timely, accurate and understood manner to the outsource partner

Operational Improvement:

• Engage with outsource partner to formulate service improvement plans
• Track progress and improvement activities in line with agreed items included in service improvement plans 

Work environment:

• Open plan environment in a team

Travel:

• Own Vehicle.